---
schema_version: "1"
id: 1050feba320f454e53d30252d82d94318996990e1c84ce2554a1914b1057fe70
title: Common Issues in Autonomous Scheduling Troubleshooting 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_troubleshoot_issues.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_troubleshoot_issues.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 8cd5b38ffb72f768cb658c819cf4228affeba70d33f7ec52ff90461c4973da81
description: Review the common issues that your agent can encounter and ways to resolve them.
products:
  - Field Service
release: "264"
---
# Common Issues in Autonomous Scheduling Troubleshooting in the Legacy Agentforce Builder

Review the common issues that your agent can encounter and ways to resolve them.

### 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>

- **Contact Information**
    
    Problem: User authentication requires each contact to have a valid email. Appointment scheduling requires each contact to have a valid mailing city and street. If either of these fields is missing or incorrect, the verification and scheduling fail.
    
    Solution: Make sure that every contact has a valid email and address. See [Considerations for Field Service Autonomous Scheduling](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_considerations.htm&release=264.0.0&type=5 "Before you set up your agents, review these considerations and limitations.").
- **Permissions**
    
    Problem: The AI agent user, for example, EinsteinServiceAgent User, requires specific permissions to perform its scheduling tasks. Part of the setup process includes assigning the required permission set licenses and permission sets to this user. In addition, the agent may still be missing some permissions if your org includes custom permissions, for example, if you have custom create service appointment permissions.
    
    Solution: Make sure you’ve [assigned all required permission sets and permission set licenses](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.") to the AI agent user. If you have implemented custom permissions, make sure that you assign these permissions to the AI agent user too.
- **Scheduling Policy Work Rules**
    
    Problem: Work rules help the agent get the time slots for an appointment. By default, the Scheduling agent uses the Customer First scheduling policy, which includes the required work rules. If you’ve modified the Customer First scheduling policy or if you configured the agent to use a different scheduling policy, these rules may be missing.
    
    Solution: Make sure the scheduling policy uses the Scheduled End and Scheduled Start work rules. 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.").
- **Service Territories**
    
    Problem: Service appointments must be assigned to service territories, and service territories are associated with polygons. If service territories haven’t been configured correctly, the agent can’t create service appointments or associate a contact’s mailing address with a polygon.
    
    Solution: Make sure your service territories have been set up correctly by using map polygons, for example. Make sure service territories have active service territory members. Also make sure contacts have a valid address. 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.").
- **Transition Status**
    
    Problem: The agent changes a service appointment’s status. If a transition status is missing, the action fails. For example, if you don’t have a Scheduled to Canceled transition, the agent can’t cancel appointments.
    
    Solution: Make sure status transitions are set up. See [Customize the Service Appointment Workflow](https://help.salesforce.com/s/articleView?id=service.pfs_lifecycle.htm&release=264.0.0&type=5 "The Field Service service appointment workflow shows the sequence of stages that a service appointment passes through. It starts when the appointment is created and ends when it reaches its final status.").
- **Work Types**
    
    Problem: Service appointments are assigned work types. If the names and descriptions of your work types aren’t detailed enough, the agent can’t match the customer’s request to your work types.
    
    Solution: Make sure the names and descriptions reflect the issues and products or services your customers are requesting. 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.").