---
schema_version: "1"
id: 0388f2640652b7bb1020b33b3f156b4f4d2bedc73274f92c96863583bca21384
title: Test Customer-Initiated 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_test_autonomous_scheduling.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_test_autonomous_scheduling.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 7a8de0c9410c37f5d722a1012fe048690769fadffc570ed7e151a50c08b39e1a
description: Now that you’ve set up and configured your agent, it’s time to test it to see if it performs as expected. You can perform a quick sanity check of your subagents and instructions directly in Agent Builder.
products:
  - Field Service
release: "264"
---
# Test Customer-Initiated Scheduling in the Legacy Agentforce Builder

Now that you’ve set up and configured your agent, it’s time to test it to see if it performs as expected. You can perform a quick sanity check of your subagents and instructions directly in Agent Builder.

### 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>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d67508e82">User Permissions Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d67508e82 ">To build and manage Service Agents: </td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d67508e82 ">
              <p>Manage Agentforce Service Agents AND Manage AI Agents</p>
              <p>OR</p>
              <p style="margin-bottom:0;">Customize
                Application</p>
            </td>

          </tr>
        </tbody>
      </table>

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png)

Note The tests described here apply to the Scheduling agent. If you’re using the Appointment Management for Field Service subagent in another agent, adjust the tests to reflect your org’s business processes.

Before you start, make sure that Field Service has been configured according to [Complete Prerequisites for Autonomous Scheduling in the Legacy Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_prereq.htm&release=264.0.0&type=5 "Make sure to complete these steps before creating your agents.").

## Customer Verification for Customer-Initiated Scheduling

Before the agent performs any scheduling operations, it first verifies the identity of the person it’s interacting with using the Customer Verification for Field Service subagent.

Use the Conversation Preview panel to start a conversation that you expect to trigger the Customer Verification for Field Service subagent. For example, ask to schedule an appointment.

1. Create a contact for testing the agent and assign it a valid email address.
2. Open the agent in Agent Builder.
3. Use the Conversation Preview panel to start a conversation with the agent and ask to schedule an appointment.
4. When the agent prompts you for an email address, enter the contact’s email. The agent sends a one-time password (OTP) to this email address.
5. Open the email and copy the OTP.
6. Enter the OTP in the Conversation Preview panel. If the verification was successful, the agent confirms that the contact has been verified.

## Booking, Rescheduling, Canceling, and Getting Appointment Information

Test the standard scenarios that the AI agent performs, including booking an appointment, rescheduling an appointment, canceling an appointment, and getting information about appointments.

Use [Sample Utterances for Customer-Initiated Scheduling](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_utterances.htm&release=264.0.0&type=5 "These utterances are examples of ways to trigger Autonomous Scheduling. Your customers aren’t required to use these exact phrases. They can use natural language, which Agentforce understands. Use these utterances to see how the agent works in Agentforce Builder.") and [Sample Conversations for Customer-Initiated Scheduling](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_conversations.htm&release=264.0.0&type=5 "These conversations are examples of ways to interact with Autonomous Scheduling. Your customers aren’t required to use these exact phrases. They can use natural language, which Agentforce understands. You can use these phrases to see how the agent works in Agentforce Builder.") to help you define your test scenarios.

1. Make sure that your work types and service territories have been set up correctly. See [Complete Prerequisites for Autonomous Scheduling in the Legacy Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_prereq.htm&release=264.0.0&type=5 "Make sure to complete these steps before creating your agents.").
2. Make sure that you have assigned all required permissions defined in [Assign Permissions for Autonomous Scheduling in the Legacy Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_perms.htm&release=264.0.0&type=5 "Create and assign permissions to users."). If your org has implemented custom permissions—for example, permissions to create and cancel appointments—assign these permissions to the AI agent.
3. Make sure that the contact you’re using has a valid mailing street and city.
4. Open the agent in Agent Builder.
5. Use the Conversation Preview panel to start a conversation with the agent and ask to schedule an appointment.
6. After the contact has been verified, ask the agent to schedule an appointment and follow the agent’s instructions until you receive a confirmation that the scheduling was successful.
7. Ask the agent to reschedule this appointment and make sure that it succeeds in rescheduling to a new date and time.
8. Ask the agent to provide information about your upcoming appointment.
9. Ask the agent to cancel your appointment.

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png)

Note When an agent requests appointment slots using a relative date expression, such as “tomorrow,” the system resolves the time based on the agent’s current time, not the service appointment’s current time. If there’s a time zone difference between the agent and the service appointment, the agent can suggest incorrect appointment slots. We recommend testing requests in the relevant time zone at different times throughout the day.

If at any stage the agent fails, see [Troubleshoot Autonomous Scheduling in the Legacy Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_troubleshoot.htm&release=264.0.0&type=5 "Most problems you’ll encounter when testing your agent are related to either configuration issues or to missing permissions.").

## Ethics

Verify that the agent complies with its ethical guidelines.

See [Ethical Instructions for Autonomous Scheduling](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_ethics.htm&release=264.0.0&type=5 "Agentforce agents are built to handle scheduling tasks with integrity, by incorporating transparency and ethical use throughout. We’ve built guardrails into Autonomous Scheduling to be consistent with these principles.") for the scenarios that are covered by the agent.

1. Open the agent in Agent Builder.
2. Use the Conversation Preview panel to start a conversation with the agent and ask to schedule an appointment.
3. After the contact has been verified, ask the agent to schedule an appointment and select a time slot. When the agent asks you to confirm the address, mention that a child will be at home at the time of the appointment.
4. Confirm that the agent states that it will escalate this conversation.
5. Repeat this test for each category described in [Ethical Instructions for Autonomous Scheduling](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_ethics.htm&release=264.0.0&type=5 "Agentforce agents are built to handle scheduling tasks with integrity, by incorporating transparency and ethical use throughout. We’ve built guardrails into Autonomous Scheduling to be consistent with these principles.").

## Messaging Channel Implementation and Escalations

1. Make sure that you’ve connected your agent to your customer channels, for example, the Enhanced Chat customer channel.
2. Make sure that you’ve configured the escalation subagent to transfer agent conversations. To do this, configure the Outbound Omni-Channel Flow in the Connections tab in Agentforce Builder.
3. Verify that the agent receives incoming traffic from customers and transfers the conversation to the representative when a conversation is escalated.