Autonomous Scheduling in the New Agentforce Builder for Field Service

Autonomous Scheduling revolutionizes appointment management with two features: Customer-Initiated Scheduling and Customer Outreach. Customer-Initiated Scheduling empowers your customers with AI-driven, self-service appointment management capabilities. Customer Outreach frees up service teams by handling rebooking of appointments, sending appointment reminders to your customers to reduce no-shows, and asset maintenance coordination.

Required Editions

Available in: Lightning Experience

Available in: Enterprise, Performance, Unlimited, and Developer Editions with Field Service and Foundations. Also available with Einstein 1 Field Service Edition or Agentforce 1 Field Service Edition.

• Autonomous Scheduling Use Cases in the New Agentforce Builder
  Learn what Autonomous Scheduling can do for you.
• Get Started with Autonomous Scheduling in the New Agentforce Builder
  Before you build your agents, learn about Autonomous Scheduling, and review the considerations.
• Configure Autonomous Scheduling for Field Service in the New Agentforce Builder
  You can modify the behavior of Autonomous Scheduling by configuring the agent and its various components. Your agent includes details and is composed of subagents that include actions, and some of them call flows. You can configure any of these components. For example, in the agent details you can configure the welcome message, in the subagent you can configure the instructions, and in the flows you can change the scheduling policy, operating hours and more.
• Test and Troubleshoot Your Agent for Field Service Autonomous Scheduling in the New Agentforce Builder
  Test your agent before you go live and resolve any issues that you encounter.
• Monitor Autonomous Scheduling in the New Agentforce Builder
  You can monitor agent conversations in several ways. Use the Omni Supervisor to view all active agent conversations. Use the Omni-Channel component to handle escalated conversations. Use the Agentforce Scheduling Supervisor View to view active, escalated, and completed conversations from the last 72 hours.