Example: Handle Service Resource Absences in the Legacy Agentforce Builder

Let mobile workers communicate with Agentforce in Slack or from the Field Service mobile app to update that they’ll be absent. Agentforce then adds a resource absence to the Gantt, and assigns their appointments to other mobile workers. For appointments that can’t be reassigned, Agentforce reaches out to the customers to rebook the appointments.

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.

Note Starting the week of July 13, 2026, you can no longer create agents in the legacy Agentforce Builder. To complete this implementation, use an existing legacy agent and modify it.

• Prerequisites for Handling Service Resource Absences in the Legacy Agentforce Builder
  Before you begin, make sure to complete the prerequisites.
• Assign the Permissions for Handling Service Resource Absences in the Legacy Agentforce Builder
  Give your mobile workers the required permissions.
• Set Up the Agent for Handling Resource Absences in the Legacy Agentforce Builder
  Now that you’ve completed the prerequisites and assigned permissions, you can start setting up the assets for your agent.
• Test and Troubleshoot the Agent for Handling Service Resource Absences in the Legacy Agentforce Builder
  Now that your agent is ready to go, make sure that it’s working as expected.