Appointment Assistant Real-Time Location integrates live tracking of Field Service mobile workers with Messaging to let customers know their mobile worker is on the way. Admins set appointment expirations to limit tracking of mobile workers and add worker identification like name and photo to provide safety for workers and customers while respecting their privacy.
Required Editions
| Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience |
| The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions. |
| The Field Service Appointment Assistant managed package and permission set license are required. |
Watch the video to see how to give customers better insight into their mobile worker’s location while waiting for their appointments.
Appointment Assistant Real-Time Location gives customers temporary, live tracking of Salesforce Field Service mobile workers.
These are some of the benefits.
- Customers get SMS notifications as the mobile worker approaches the job location, giving them time to prepare for the service appointment.
- Mobile workers know customers are expecting them, cutting down on no-shows and ensuring customers are ready for their appointments.
- Companies can deliver more proactive and personalized service to their customers.
- Customers, workers, and companies can trust that Appointment Assistant Real-Time Location follows Salesforce’s Ethical Use Principles, which guide how we ensure the privacy and safety of both mobile workers and customers.
- Configure Geolocation Settings for Appointment Assistant Real-Time Location
To give customers better insight into their mobile worker’s location while waiting for their appointments, make sure your geolocation settings are set up. - Add Real-Time Location to Your Experience Builder Site
To enable Appointment Assistant Real-Time Location, add it to your Experience Builder site. - Give Guest Users Site Access for Real-Time Location
Guest users can view your Experience Builder site without logging in. All guest visitors to a public site share the same guest user record (one per site) and have the same access level. - Configure Field Service Settings for Real-Time Location
Allow worker tracking and customer messaging in your Field Service settings. - Create Messaging Components for Real-Time Location
Create messaging components for Field Service Appointment Assistant that let customers know when their mobile worker is on the way and when the mobile worker is approaching the work site. - Create Flows to Send Messages for Real-Time Location
Streamline your messaging process for Field Service Appointment Assistant by setting up flows that use the messaging components that you created. - Add Real-Time Location to Service Appointments for Back-Office Users
Display the Appointment Assistant Real-Time Location component in the service appointment layout. This view lets your admins, dispatchers, and call center reps see the same ETA, map view, and mobile worker’s details that your customers can see. The component is displayed as the team member travels to the customer, until arrival.