You can interact with Agentforce by using natural language phrases. Use it to generate a summary of your schedule, or to search for service appointments and create a filter based on your search criteria.
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 user Agentforce: | Use Agentforce Default Agent |
| To use Field Service Dispatcher actions: | Access Agent Topics and Actions for Field Service |
This is a Field Service managed package feature.
Terminology for Interacting with Agentforce
Use these utterances with the Create Appointment List Filter and Summarize Scheduling Issues actions.
| Get a Schedule Summary | Create a Filter from an Agentforce Search | Fill Gaps |
|---|---|---|
| Summarize my schedule | Display in the appointments list | Fill schedule gap for today for resource X |
| Summarize the schedule for today | Display these appointments in the list | Fill gaps for today for resource X |
| Summarize my schedule issues | Display these in the appointments list | Fill schedule gap for resource X |
| Summarize scheduling issues | Display them in the appointments list | Fill gaps for resource X |
| Create a gantt summary | Display these appointments in the gantt list | Fill whitespaces for today for resource X |
| Create a schedule overview | Display in list | Fill whitespaces for resource X |
| Create a schedule summary | Display appointments in list | Fix whitespaces for today for resource X |
| Create a scheduling issues summary | Display these in the list | Fix whitespaces for resource X |
| Show me the schedule summary | Display them in the list | Fill schedule gap for date Y for resource X |
| Show me the Gantt summary | Display results in the appointments list | Fill gaps for date Y for resource X |
| Show me my schedule issues for today | Display appointments in gantt list | Fill whitespaces for date Y for resource X |
| Show me the schedule issues for today | Display in the appointment list | Fix whitespaces for date Y for resource X |
| Show me today's scheduling issues | Display these in the appointment list | Find appointments to fill the gap for resource X |
| Show me my scheduling issues for today | Display them in the appointment list | Find appointments to fix the gap for resource X |
| Summarize my schedule for territories X and Y (territory names) | Display the results in the appointment list | Find appointments to fill whitespaces for resource X |
| Summarize my schedule issues for territories X, Y or for X, Y (territory names) | Create a filter | Find appointments to fill the gap for today for resource X |
| Summarize my schedule issues for territories X, Y or for X, Y (territory names) | Create a filter for these appointments | Find appointments to fix the gap for today for resource X |
| Create a Gantt summary for territories X, Y or for X, Y (territory names) | Create a filter for this search | Find appointments to fill whitespaces for resource X for today |
| Show me the schedule summary for territories X, Y or for X, Y (territory names) | Create appointment list filter | Find appointments to fill the gap for date Y for resource X |
| Summarize the gantt | Create an appointment list for them | Find appointments to fix the gap for date Y for resource X |
| Generate a schedule summary | Show these appointments in the list | Find appointments to fill whitespaces for date X for resource X |
| Generate a schedule summary for territories X, Y (territories names) | Move to the appointment list | Fill schedule gap for X |
| Display a summary of today's scheduling issues | Move them to the gantt list | Fill the gap in X's schedule tomorrow |
Examples of Dispatcher Utterances
These utterances give Field Service dispatchers the best results when searching for specific appointments.
| Expected Result | Examples of Recommended Utterances |
|---|---|
| Today’s unscheduled appointments | Show me all unscheduled appointments that are due today. |
| Unscheduled appointments in a specific service territory |
Show me all unscheduled appointments in the <service territory name> service territory. Example: Show me all unscheduled appointments in the San Francisco service territory. |
| Today’s scheduled appointments that can’t be completed | Show me scheduled appointments for today that can’t be completed. |
| Late appointments | Show me incomplete appointments that have passed their due date. |
| Appointments that are currently in progress | Show me all appointments that are in progress. |
| Appointments on a specific date |
Show me all appointments that are scheduled on <date>. Example: Show me all appointments that are scheduled for June 6. |
| Appointments for a specific account |
Show me all appointments that are scheduled for <account name>. Example: Show me all appointments that are scheduled for Ursa Major. |
| Unscheduled appointments for a specific account |
Show me all unscheduled appointments for <account name>. Example: Show me all unscheduled appointments for Ursa Major. |
| Related appointments of a specific account |
Show me all service appointments that are related to <account name>. Example: Show me all service appointments that are related to Ursa Major. |
| Scheduled appointments for a specific service type on a specific date |
Show me all appointments with the "<service type>" subject that are scheduled on <date>. Example: Show me all appointments with the “maintenance” subject that are scheduled on June 6. |
| Today’s unscheduled appointments for a specific service type |
Show me all unscheduled appointments that their due date is today with the "<service type>" subject. Example: Show me all unscheduled appointments that their due date is today with the “repair” subject. |
| Emergency appointments that are scheduled on a specific date |
Show me all appointments that are scheduled on <date> with “emergency”=true Example: Show me all appointments that are scheduled on June 6 with “emergency”=true |
| Number of appointments on a specific date |
How many appointments are scheduled on <date>? Example: How many appointments are scheduled on June 6? |
| Number of today’s scheduled appointments in a specific service territory |
How many appointments are scheduled for today in the <service territory name> service territory? Example: How many appointments are scheduled today in territory San Francisco? |
| Number of scheduled appointments that were completed on a specific date |
How many scheduled appointments were completed on <date>? Example: How many scheduled appointments were completed on June 5? |
| Total duration of completed appointments on a specific date |
What is the total job duration of the scheduled appointments on <date> that were completed? What is the total job duration of the scheduled appointments on June 5 that were completed? |
| Total duration of completed appointments for a specific service type on a specific date |
What is the total job duration of the scheduled appointments on <date> with the "<service type>" subject? Example: What is the total job duration of the scheduled appointments on June 5 with the “Installation” subject? |
| Name of the service resource who is assigned to a specific service appointment |
Who is the service resource for <service appointment number>? Example: Who is the service resource for sa-0027? |
| The scheduled time of a specific service appointment |
When is <service appointment number> scheduled? Example: When is sa-0027 scheduled? |