| 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. |
| Field Name | Description |
|---|---|
| Default scheduling policy |
The scheduling policy used to generate a list of arrival windows or time slots when a user clicks Book Appointment or Candidates in the feed. By default, these actions use the Customer First scheduling policy. This policy aims first to use the customer’s preferred service resources, then to schedule the appointment as soon as possible, and finally to minimize the resource’s travel time.
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| Default operating hours |
The operating hours that determine the arrival window time slots that are offered to customers. Each appointment’s scheduled start falls within the arrival window requested by the customer. By default, the Gold Appointments Calendar operating hours are used, which consist of two-hour time slots, Monday–Friday, from 9 AM to 5 PM. You can change the arrival window operating hours on the Customize Appointment Booking page in Guided Setup—which also lets you quickly define and preview your hours—or from the Operating Hours tab. If different appointment booking windows are needed for different level of service, add entitlements to your work orders. For example, standard customers get 4-hour booking windows while VIP customers get 2-hour windows. In the Operating Hours field on the entitlement, select the appropriate appointment booking window operating hours. The Operating Hours records that represent appointment booking slots offered to customers (specifically, the slots that you’ve chosen for the Default Operating Hours setting and specified in the Entitlements records) are the only two specific instances where the Timezone field on the Operating Hours record is ignored. This approach ensures that you don’t need to create different appointment window Operating Hours records for each time zone in which you offer services. Instead, when you retrieve appointment booking slots, the scheduling engine considers the time zone of the service territory associated with the service appointment or work order that you're requesting slots for. This behavior ensures that your appointment booking slots are aligned with the relevant time zone. |
| Ideal grading threshold | An appointment’s grade represents its adherence to the scheduling policy’s service objectives. Enter a value 0–100. When potential appointments are shown in the Book Appointment action, appointments with a grade equal to or higher than the ideal grading threshold have an Ideal flag. |
| Recommended grading threshold | An appointment’s grade represents its adherence to the scheduling policy’s service objectives. Enter a value 0–100. When potential appointment times are shown in the Book Appointment action, appointments with a grade below the ideal grading threshold and equal to or higher than the recommended grading threshold have a Recommended flag. |
| Minimum Grade | An appointment’s grade represents its adherence to the scheduling policy’s service objectives. Enter a value 0–100. When potential appointments are shown in the Book Appointment action, appointments below this value aren’t shown in the list. |
| Number of hours for initial appointment search | If the difference between the earliest start permitted and due date is greater than this value, the appointment is displayed in an initial list while the search continues for additional candidates. This initial list provides some scheduling options so the call center rep has some slots to offer the customer while you’re waiting for all options to load. |
| Show grades explanation | When this option is selected, clicking the info icon next to an option shows its score for each service objective in the applied scheduling policy. These scores are averaged to form the overall score. |
| Custom CSS (cascading style sheet) | To customize the appearance of the Book Appointment and Candidates actions, enter a name of a CSS file. |
| Disable service territory picker in appointment booking | Hide the service territory field in the Book Appointment action. |
| Pin three highest graded time slots to the top | Highlight the three highest-graded time slots and pin them to the top of the list in a Golden Slots section. |
| Open extended view by default |
Display appointment details in the extended view. When this option isn’t selected, users must click Show More Options to see the Earliest Start Permitted and Due Date fields. For an appointment to be scheduled, the following information is required: scheduling policy, work type, earliest start permitted, and due date. While a service territory isn’t required, it’s recommended. |
| Automatically search for scheduling options |
The global action automatically searches for available scheduling options and shows them while the record page is loading. When the action runs automatically, it can update the record, making your layout or record page outdated. To avoid this, turn off this setting. |