Quickly and easily fill gaps in your resource’s schedules caused by schedule changes such as cancellations, no-shows or early task completion. With Agentforce, the AI agent recommends appointments to fill these gaps according to your business rules and objectives, and schedules the appointment you choose. Freeing up time for you to work on more complex tasks while ensuring your resources' schedules remain full.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, Unlimited, and Developer Editions, with an Agentforce for Field Service license. Also available with Einstein 1 Field Service Edition or Agentforce 1 Field Service Edition. |
| User Permissions Needed | |
|---|---|
| To access Field service agent actions: | Access Agent Topics and Actions for Field Service |
| To use Agentforce: | Use Agentforce Default Agent |
This is a Field Service managed package feature.
Last-minute schedule changes are difficult and time-consuming to resolve. You need to consider travel time, skill, duration, and many more parameters. Agentforce helps you to find the right appointment to fill the schedule gaps, while taking all these factors into consideration. Agentforce presents the first gap in the resources schedule and offers up to three of the most suitable appointments to fill the gap. After you select an option, Agentforce schedules the appointment for you. Then let Agentforce find the next gap, until each gap has been filled for that day.
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Open Agentforce and enter a phrase such as “Fill the gaps in Emma White's
schedule on the 5th of December”. If you don’t specify a date, the AI agent
searches for gaps today. For example utterances, see Recommended Agentforce Utterances for Dispatchers.
Agentforce shows up to three of the best appointments to fill the first gap in the resource's schedule.
- Click Schedule.
- Tell Agentforce the appointment number you want to schedule.
- Agentforce confirms that the appointment was scheduled successfully.
- Click Show Next Gap to view the next gap that needs filling.
Considerations:
- You can't ask to fill gaps for a period of more than a single day.
- Service appointments are filtered out and analyzed based on the scheduling policy selected in the Gantt. If the Gantt is closed, the Gantt’s default policy is used.