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Create the Agent Actions for Handling Service Resource Absences in the Legacy Agentforce Builder

Create the agent actions and assign the referenced flows to them.

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.

Resource Absence Action

Create an action that creates the resource absence.

  1. In Setup, find and select Agentforce Assets.
  2. From the Actions tab, click New Agent Action.
  3. For Reference Action Type, select Flow.
  4. For Reference Action, select the Create Resource Absence flow that you created.
  5. For Agent Action Label, enter Create Resource Absence. The API name is automatically populated.
  6. For Agent Action Description, enter:

    Creates a resource absence and sends a list of service appointments assigned to a given service resource for the current day.

  7. For Loading Text, enter Default.
  8. Don’t mark the input as required and enter these instructions:

    The appointment’s time zone.

  9. For the output’s instructions, enter:

    The list of service appointments assigned to the service resource.

  10. In the output, make sure that Show in conversation isn’t selected.
  11. Click Finish.

Reschedule Service Appointments Action

Create an action that reschedules the service appointments.

  1. In Setup, find and select Agentforce Assets.
  2. From the Actions tab, click New Agent Action.
  3. For Reference Action Type, select Flow.
  4. For Reference Action, select the Reschedule Service Appointments flow that you created.
  5. For Agent Action Label, enter Reschedule Service Appointments. The API name is automatically populated.
  6. For Agent Action Instructions, enter:

    Attempt to reschedule the service resource’s service appointments one at a time.

  7. For Loading Text, enter Default.
  8. For the input’s instructions, enter:

    The service appointment ID passed into the flow.

  9. For the output’s instructions, enter:

    The service appointment ID returned from the flow.

  10. In the output, make sure that Show in conversation isn’t selected.
  11. Click Finish.