Quickly answer customer requests made in natural language by working with the Scheduling
agent that manages appointments directly and intelligently with your customers. You can use the
Scheduling agent for Field Service or Salesforce Scheduler. This AI-driven approach speeds up
response times and optimizes resource allocation. Complex issues are seamlessly escalated to a
representative. Customers benefit from faster resolutions and more efficient service. And, your
customer service teams are freed up to work on other tasks.
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.
|
The Scheduling agent includes these standard subagents:
- Appointment Management for Field Service
- Schedules a service appointment, reschedules an existing service appointment, cancels an
existing service appointment, or shows information about existing scheduled appointments.
- Customer Verification for Field Service
- Verifies the customer's identity as a required first step before they can access
appointment scheduling or other services.
- Escalation
- Escalates conversations to a live representative. As initially configured, this subagent
escalates conversations only when customers ask to speak to a human, but rules regarding
escalation are customizable.
- General FAQ
- Helps answer customers’ questions by searching through available knowledge articles and
providing information from those articles. The questions can be about the company and its
products, policies, or business procedures.
