--- schema_version: "1" id: 5632b22748e9e34bfdebf2fbd87e57ae9c8ade929cc3d6d7839b4e7ad93524b5 title: Schedule Appointments from the Record Feed collection: admin version: current locale: en-us portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/pfs_booking.md canonical_url: https://help.salesforce.com/s/articleView?id=service.pfs_booking.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: 7df15ac3fb34b3dd0cc004faee0c14d36d3bcb7a575d5e6561d5d27c47e2d044 description: In Field Service, use the Book Appointment or Candidates Chatter actions to schedule and reschedule service appointments for work orders, work order line items, accounts, assets, leads, and opportunities, or from a service appointment itself. To reflect different visits, you can schedule one or more service appointments for a record. products: - Field Service release: "264" --- # Schedule Appointments from the Record Feed In Field Service, use the Book Appointment or Candidates Chatter actions to schedule and reschedule service appointments for work orders, work order line items, accounts, assets, leads, and opportunities, or from a service appointment itself. To reflect different visits, you can schedule one or more service appointments for a record. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
User Permissions Needed
To schedule an appointment using the Book Appointment or Candidates action:

Field Service Admin

OR

Field Service Call Center Rep

OR

Field Service Dispatcher
To view the Change Scheduling Policy field on the Book Appointment action:

Policy Picker In Appointment Booking custom permission

AND

Read permission on the Scheduling Policy object
To view the Change Scheduling Policy field on the Candidates action:

Policy Picker In Get Candidates custom permission

AND

Read permission on the Scheduling Policy object
![Package icon](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/fs_package.png) _This is a Field Service managed package feature._ ![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 For help scheduling emergency appointments, see [Schedule Emergency Appointments](https://help.salesforce.com/s/articleView?id=service.pfs_emergency.htm&release=264.0.0&type=5 "In Field Service, swiftly schedule, dispatch, and track emergency appointments with the help of a real-time map view. The Emergency Chatter action on a service appointment shows a map view of your closest field resources so that you can dispatch work immediately.").
Action Used By Options Provided ADDITIONAL INFORMATION
Book Appointment

Support agents or customers. For example:

  • Call center reps can use it to schedule an appointment for a customer over the phone
  • Customers can use it if the action is embedded in your Experience Builder site

To ensure that Experience Builder site users have sufficient access to the data required to perform appointment booking, we recommend using the Appointment Booking Communities Lightning component, and not the standard Visualforce component.

Arrival windows, which are based on the default operating hours selected in your appointment booking settings.

If you’ve added customer-specific operating hours to an entitlement on the related work order, the options provided are based on those hours.

If you're using Enhanced Scheduling and Optimization, and your Salesforce admin has enabled Sliding and Reshuffling, you can schedule critical appointments even when the schedule seems to be full.

If Schedule over lower priority appointment is enabled, higher priority appointments take priority over lower priority appointments, and a lower priority appointment can be dropped once you select a time slot. See Schedule Appointments by Using Priorities for more information and use cases.
Candidates Typically, only call center reps. Appointment time slots, organized by service resource. The time slots are based purely on empty space in mobile worker schedules, not arrival windows, making this action ideal for appointments where no coordination is needed with the customer.  
1. Open the record that requires an appointment. 2. In the Chatter feed, select either **Book Appointment** or **Candidates** based on your needs. If the action isn’t available, select the page layout and [add the quick action](https://help.salesforce.com/s/articleView?id=platform.adding_actions_using_ple.htm&type=5&language=en_US). For appointment booking, we recommend that you add the action; don’t add the AppointmentBookingVf Visualforce page using Lightning App Builder. ![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 - Avoid putting the **Book Appointment**, **Candidates**, and **Emergency** chatter quick actions in Salesforce Classic Publisher and Salesforce Mobile and Lightning Experience as the first actions in your page layout to prevent triggering these actions every time a record is loaded. - Adding global actions into flows using Lightning Web Components isn't supported. 3. If you’re creating an appointment for a work order or work order line item, leave the work type as is. It’s defined on the parent record and can’t be updated from the Chatter action window. The work type serves as a template that provides skill requirements, duration, and [other data](https://help.salesforce.com/s/articleView?id=service.fs_work_type_guidelines.htm&release=264.0.0&type=5 "Work types help you standardize your field service processes. Learn about inherited work type settings, required skills and products, auto-created service appointments, and attaching knowledge articles.") used in scheduling the work. 4. Optionally, update the address and service territory, which are typically inherited from the parent record. ![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 appointment isn’t geocoded with a latitude and longitude, Book Appointment geocodes it and formats the address as follows. ``` Street number and Street name (the number is always first) City, State, Zipcode Country ``` 5. To view time slots for yourself only, click **Assign to Me**. You see this option if you’re associated with a service resource record. If a [Required Resources work rule](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rules_required_resources.htm&release=264.0.0&type=5 "The Required Resources work rule type ensures that a service appointment’s required resource preferences are respected. If a work order or work order line item has a related Resource Preference record of type Required for a particular service resource, a Required Resources work rule ensures that the related service appointments are assigned to that service resource. If you're using Enhanced Scheduling and Optimization, the Required Resources work rule is a Field Service database work rule type. If you're not using Enhanced Scheduling and Optimization, this is an Apex work rule type.") isn’t included in your default scheduling policy, this checkbox is ignored and the system returns all the possible slots for all resources. 6. If you clicked **Book Appointment**: 1. To change the earliest start permitted and due date, click **Show more options**. 2. To view a graded list of available arrival windows, click **Get Appointments**. The list considers all scheduling constraints, such as the current schedule and work rules, and is graded according to the service objectives. Depending on your [appointment booking settings](https://help.salesforce.com/s/articleView?id=service.pfs_global_actions.htm&release=264.0.0&type=5 "Users can schedule service appointments for a work order, work order line item, or other record by using the Book Appointment Chatter action. Customize this scheduling experience from the Field Service Admin app."), arrival windows can be flagged as Ideal or Recommended or shown in yellow to indicate a prime window. To see how each window ranks against the scheduling policy’s service objectives, click its information icon. 3. To view a wider range of service appointment dates, click **Extend Dates**. 4. To create the service appointment, select an arrival window. You can then view its details. 7. If you clicked **Candidates**: 1. Click **Get Candidates** to view a list of available service resources. 2. Click a resource’s name to view their open time slots, which are scored 0–100 based on how well the slot matches the applied scheduling policy. 3. To schedule the appointment, select a time slot in a resource’s list and click **Schedule to \[name\]** 8. To rerun the search using a different scheduling policy than the default policy, select a policy in the **Change Scheduling Policy** field. Book Appointment Window ![Book Appointment action](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/fs_book_appt.png) Candidates Window ![Candidates action](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/fs_candidates.png) ![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 - If you use Book Appointment from objects other than work orders or work order line items, this action creates a work order, and the service appointment is created for that work order. For instance, the Book Appointment scheduling action from an asset record creates a related work order and service appointment. - Pinned service appointments can't be rescheduled using the Book Appointment, and Get Candidates scheduling actions. - Choosing the same or adjacent appointment slots at the same time can create overlaps on the dispatch console. Service appointment overlaps can occur if there are long-running customizations. We recommend such customizations be asynchronous. Travel or lunch break overlaps can also occur. Contact your Salesforce rep to change the custom setting that checks for appointment changes during the entire day, and prevents travel overlaps. In this case, false positive errors can occur if there’s no real overlap. - Book Appointment ignores the arrival window defined on the service appointment so you can get different arrival window times. Get Candidates respects the arrival window on the service appointment if the scheduling policy includes a Match Time Rule for the arrival window fields (Scheduled Start and Scheduled End work rules). - If you're using Enhanced Scheduling and Optimization, the Objective Calculation explanation is missing for Get Candidates and Appointment Booking. - After you click **Book Appointment**, don't manually edit the Arrival Window Start or Arrival Window End on the service appointment before selecting a slot. Book Appointment schedules against the arrival window currently saved on the service appointment, not the one shown when the slots were retrieved. If the saved arrival window has changed and falls outside the range of the displayed slots, scheduling fails, for example, there are no service resources that match the requirements. If you must change the arrival window, click **Book Appointment** again before selecting a slot. #### See Also - [Service Appointment Fields for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_appointment_fields.htm&release=264.0.0&type=5 "Service appointments have the following fields. Some fields may not be visible or editable depending on your page layout and field-level security settings.") - [Set Up Sliding and Reshuffling for Scheduling and Appointment Booking](https://help.salesforce.com/s/articleView?id=service.pfs_sliding_service_appointment.htm&release=264.0.0&type=5 "Free up time for scheduling more appointments when using Field Service appointment booking and scheduling. With sliding, service appointments on the Gantt can move to an earlier or later time, within the resource’s availability for the same shift. By using reshuffling and sliding together, service appointments on the Gantt can also move to a different day or to a different resource. Reshuffling and sliding service appointments provide more time slot availability and faster SLA compliance and enable the scheduling of longer service appointments by reducing white spaces.") - [Schedule Appointments by Using Priorities](https://help.salesforce.com/s/articleView?id=service.pfs_scheduling_priority.htm&release=264.0.0&type=5 "Prioritize appointments to schedule them even if your calendar is full. This way, you can schedule important appointments over less urgent ones. When you’re using Enhanced Scheduling and Optimization, and no time slot is available, appointments with lower or equal priorities can be unscheduled (dropped) and replaced by higher-priority appointments. When you’re not using Enhanced Scheduling and Optimization, and no time slot is available, lower-priority appointments can overlap with higher-priority appointments.") - [Schedule Appointments from the Classic Dispatch Console](https://help.salesforce.com/s/articleView?id=service.pfs_scheduling_manually.htm&release=264.0.0&type=5 "You can schedule service appointments from the Field Service Classic Dispatch Console by using the mass schedule action or by dragging them onto the Gantt.")