---
schema_version: "1"
id: c4ab1cc27d7cbfd8f4b35d86114690b83eb493a4ce1bd1fa4848ef659a342ccf
title: Assign Permissions for Autonomous Scheduling in the Legacy Agentforce Builder
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/fs_einstein_agentforce_scheduling_perms.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_perms.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: ec035ea182e46e469134a5245d03999df8ed8d960eeeec86f40be23a3bb0d0ce
description: Create and assign permissions to users.
products:
  - Field Service
release: "264"
---
# Assign Permissions for Autonomous Scheduling in the Legacy Agentforce Builder

Create and assign permissions to users.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions with Field Service and Foundations. Also available with <strong>Einstein 1 Field Service</strong> Edition or <strong>Agentforce 1 Field Service</strong> Edition.</td></tr></tbody></table>

Make sure to follow the sections in this order:

1. [Customer-Initiated Scheduling](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_perms.htm&release=264.0.0&type=5 "The following permissions are required for Customer-Initiated Scheduling.")
2. [Customer Outreach](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_perms.htm&release=264.0.0&type=5 "The following permissions are required for dispatchers using Customer Outreach.")
3. [Agentforce Scheduling Supervisor View](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_perms.htm&release=264.0.0&type=5 "The following permissions are required for users who access the Agentforce Scheduling Supervisor View.")
4. [Escalations](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_perms.htm&release=264.0.0&type=5 "The following permissions are required for users who handle escalations.")

## Customer-Initiated Scheduling

The following permissions are required for Customer-Initiated Scheduling.

### Agent User

1. In Setup, find and select **Users**.
2. Open your agent user.
    
    ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_tip.png)
    
    Tip If you’re not sure which user is your agent user, from Agentforce Agents in Setup, open your agent and check which user is selected in the Agent User field.
    
    ![Agent User field value](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/agentforce_agent_user.png)
3. Assign the **Field Service AI Agent Permissions** permission set.
4. Assign the **Field Service Standard** permission set license.

### Admin Users

1. In Setup, find and select **Users**.
2. Assign these permission sets to your admin users.
    - **Agentforce Service Agent Configuration**
    - **Field Service Resource License**
    - **Field Service Resource Permissions**

### Object and Field Permissions

1. In Setup, find and select **Permission Sets**.
2. Click **Field Service AI Agent Permissions**.
3. From the Apps section, click **Object Settings**.
4. Grant access to work types.
    1. From Object Settings, click **Service Appointments**.
    2. Click **Edit**.
    3. Under Field Permissions, for the Work Type field, make sure **Read Access** is selected.
    4. Save your changes.
5. (Optional) Grant access to create contact records for guest users.
    1. From Object Settings, click **Contacts**.
    2. Click **Edit**.
    3. Under Object Permissions, select **Create**.
    4. Save your changes.
6. Grant access to engagement topics.
    1. From Object Settings, click **Engagement Topics**.
    2. Click **Edit**.
    3. Under Object Permissions, select **Read**.
    4. Under Field Permissions, for the Topic field, select **Read Access**.
    5. Save your changes.
7. Go back to the Permission Set Overview page and under System, click **System Permissions**.
8. Grant access to the Service Excellence objects and fields.
    1. Click **Edit**.
    2. Enable the **Service Excellence Platform User** permission.
    3. Save your changes.

## Customer Outreach

The following permissions are required for dispatchers using Customer Outreach.

Before you begin, make sure that you’ve granted all the permissions that are required for [Customer-Initiated Scheduling](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_perms.htm&release=264.0.0&type=5 "The following permissions are required for Customer-Initiated Scheduling."). Then, follow these steps to let dispatchers rebook appointments from the Dispatch Console.

1. In Setup, find and select **Users**.
2. Assign these permission sets to your dispatchers.
    - **Rebook with Agentforce from Dispatch Console**
    - **Field Service AI Agent Permissions**
    - **Run Flow**

## Agentforce Scheduling Supervisor View

The following permissions are required for users who access the Agentforce Scheduling Supervisor View.

Before you begin, make sure that you’ve granted all the permissions that are required for [Customer-Initiated Scheduling](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_perms.htm&release=264.0.0&type=5 "The following permissions are required for Customer-Initiated Scheduling.") and [Customer Outreach](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_perms.htm&release=264.0.0&type=5 "The following permissions are required for dispatchers using Customer Outreach."). Then, follow these steps to let users access the Agentforce Scheduling Supervisor View.

1. In Setup, find and select **Permission Sets**.
2. Assign the **Access Agentforce Scheduling Supervisor View** permission set to all the relevant users.

## Escalations

The following permissions are required for users who handle escalations.

Before you begin, make sure that you’ve granted all the permissions that are required for [Customer-Initiated Scheduling](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_perms.htm&release=264.0.0&type=5 "The following permissions are required for Customer-Initiated Scheduling."), [Customer Outreach](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_perms.htm&release=264.0.0&type=5 "The following permissions are required for dispatchers using Customer Outreach."), and [Agentforce Scheduling Supervisor View](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_perms.htm&release=264.0.0&type=5 "The following permissions are required for users who access the Agentforce Scheduling Supervisor View."). Then, follow these steps to let users handle escalated conversations.

1. To use Omni-Channel for picking up escalated conversations, [give users access to Enhanced Chat](https://help.salesforce.com/s/articleView?id=service.miaw_prepare_users.htm&type=5&language=en_US).
2. In Setup, find and select **Users**.
3. Open any user who is required to handle escalations.
4. Make sure that the **MIAWPermSet** permission set is assigned.
5. Make sure that these permission set licenses are assigned.
    - **Messaging User**
        
        Two permission sets share this name. Assign the permission set that gives Service users access to Messaging Setup and to Messaging chat functionality and message session records.
    - **Enhanced Chat User**
6. To see escalated conversations in Omni-Channel, [add the user to the relevant queue](https://help.salesforce.com/s/articleView?id=service.queues_overview.htm&type=5&language=en_US).
7. Assign the user to the [Service Console app](https://help.salesforce.com/s/articleView?id=service.console_lex_access.htm&type=5&language=en_US).