---
schema_version: "1"
id: 2eca73540ce7da8fc99c8802d573ea76b7ec26ec644697018e8f3ba963163d8c
title: Schedule Emergency Appointments
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/pfs_emergency.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.pfs_emergency.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 0e5c4f88d04ec0b071e46d35cde1cb08ef3359aac148a2b2055a809eeefa450a
description: 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.
products:
  - Field Service
release: "264"
---
# Schedule Emergency Appointments

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.

### 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: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table>

![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._

## Schedule an Emergency Appointment

- From any standard or custom object record, click the **Emergency** action in the Chatter feed. If you don’t see the action, ask your admin to add it to the page layout.
- Select a work type, address, and service territory, and click **Emergency Dispatch** to generate a list of available service resources and display a map of your team. Click a resource on the map to see:
    - Their route to the emergency service and ETA.
    - The data (breadcrumb) that their location is based on. The _Last known location validity_ field in the emergency booking settings controls the location logic.
    - A **Dispatch** button, which assigns the appointment to them.
- If you’re having trouble finding a candidate, select a different scheduling policy directly on the map or modify your emergency booking settings.
- If you want a candidate to complete their current appointment before heading to the emergency appointment, change the dispatcher setting on the map from “as soon as possible” to “after current Service Appointment”. Changing this setting updates the candidates’ ETA.

![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

- Click **Candidates** to view a list of all candidates organized by ETA. Hover over a resource name in the list to see options to dispatch them or view them on the map.
- Quickly spot emergency appointments in the Gantt by looking for the lightning icon.

## Customize Emergency Booking Settings

From the App Launcher, find and open the **Field Service Admin** app, and then click **Field Service Settings**. Then, click **Global Actions** | **Emergency Wizard**.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d44813e153">Setting Name</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d44813e156">Description</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Setting Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d44813e153 ">Emergency scheduling policy</td>

            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d44813e156 "> The default policy that is used to find resources to assign to an emergency
              appointment. We recommend using an Easy policy with softer rules to ensure that more
              candidates are returned. </td>

          </tr>
          <tr class="">
            <td data-label="Setting Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d44813e153 ">Last known location validity</td>

            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d44813e156 "> The number of minutes after which a data breadcrumb—like resource location or
              geolocation—is no longer valid. For example, if the breadcrumb validity is 20 minutes
              and the Last Known Location of resource X was last updated 30 minutes prior, the emergency
              dispatcher calculates the resource’s ETA based on the location of the last appointment they
              completed, or (if no appointments were completed that day) their home base. The home base is
              the resource’s service territory member address, or if not applicable, their service
              territory address.</td>

          </tr>
          <tr class="">
            <td data-label="Setting Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d44813e153 ">
              <p> Ideal availability grade </p>
              <p style="margin-bottom:0;">Good availability grade</p>
            </td>

            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d44813e156 ">
              <p>The grading of candidates, which is color-coded. In the breadcrumbs example:</p>
              <ul>
                <li>Resources who can reach the appointment in less than 30 minutes are ideal
                  candidates.</li>
                <li>Resource who can reach the appointment between 30 and 60 minutes are good
                  candidates.</li>
                <li>Resources who can reach the appointment after 60 minutes are bad candidates.</li>
              </ul>
            </td>

          </tr>
          <tr class="">
            <td data-label="Setting Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d44813e153 ">Emergency search timeframe</td>

            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d44813e156 ">
              <p>The amount of time you have to resolve the emergency, not counting the appointment
                duration. The <kbd>Earliest Start Permitted</kbd> on the appointment is set to
                the current time, and the <kbd>Due Date</kbd> is the current time + appointment
                duration + Emergency Search Timeframe. </p>
              <p style="margin-bottom:0;">For example, if an appointment requires 1 hour of
                work and the Emergency Search Timeframe is 360 minutes (6 hours), the emergency wizard
                shows only resources who can travel to and complete the task in the next 7 hours.
              </p>
            </td>

          </tr>
          <tr class="">
            <td data-label="Setting Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d44813e153 ">Allow Chatter post</td>

            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d44813e156 ">In an emergency appointment dispatch, the dispatcher is shown the option to make a
              custom Chatter post or not post at all. If this option isn’t selected, no Chatter post is
              made.</td>

          </tr>
          <tr class="">
            <td data-label="Setting Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d44813e153 ">Emergency Chatter Post Destination</td>

            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d44813e156 ">Choose whether the Chatter post notifying the assigned resource about the appointment
              is added to the appointment’s feed or its parent record’s feed. </td>

          </tr>
          <tr class="">
            <td data-label="Setting Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d44813e153 ">Pin After Dispatch</td>

            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d44813e156 ">Pin the appointment after it is dispatched.</td>

          </tr>
        </tbody>
      </table>

## Considerations and Limitations

Review these limitations and considerations.

- Emergency Dispatch uses the service resource’s Last Known Location to calculate the appointment’s travel time as long as it is within the Last known location validity time frame. Travel time to the appointment is calculated using Real-Time Travel (provided by Google) and the schedule is based on this travel time. After you dispatch an appointment the ETA is updated according to the last service appointment location, or according to the resource’s home base (if no appointments are scheduled on that day before the Emergency appointment). Travel time is calculated using the travel time calculation preferences set in the Routing section of Field Service Settings (aerial, SLR, predictive travel, or point-to-point predictive routing).
- Emergency service appointments don’t consider status transitions when their status is changed to any status in the Dispatched status category.
- The Emergency Chatter action doesn't support multiday service appointments, bundled service appointments, or service appointments with a scheduling dependency.
- The emergency wizard shows a maximum of 25 candidates.

#### See Also

- [Customize Field Service Appointment Chatter Settings](https://help.salesforce.com/s/articleView?id=service.fs_appointment_chatter_settings.htm&release=264.0.0&type=5 "In Field Service, control whether custom Gantt Chatter posts, dispatch posts, and emergency posts are shared on service appointments or on service appointment parent records.")
- [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.")