You can schedule service appointments in several ways. For example, a call center rep can use the Book Appointment or Candidate scheduling actions from the record feed, or Auto Schedule from the appointment itself. A dispatcher can manually drag an appointment from the Appointment List or the Gantt to schedule it, or use the Schedule action, which automatically schedules an appointment based on the scheduling policy. You can also create scheduling dependencies between service appointments to organize larger jobs, or schedule an appointment by manually updating its status.
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. |
- 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. - Guidelines for Choosing Between Book Appointment and Get Candidates
Appointment Booking and Get Candidates are scheduling actions in Field Service that serve different purposes and different user roles. Choose the right one to maximize operational efficiency, user adoption, and customer satisfaction. - Schedule Appointments from the Classic Dispatch Console
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. - Schedule an Appointment Automatically
Schedule a Field Service appointment in a hurry with Auto Schedule—right from the appointment itself. Auto Schedule finds the best available slot based on your scheduling policy. - Guidelines for Avoiding Apex CPU Timeouts in Field Service
Apex CPU timeout is a common limit that is sometimes reached during the Appointment Booking or Candidates actions. This timeout occurs when too many available candidates or too many scheduling slots are provided for appointment booking. - Complex Work in Field Service
To stay on top of complex projects and multistage work, create scheduling dependencies between related service appointments. Scheduling dependencies help you account for situations when technicians need to perform related service appointments in a certain order. For example, ensure that a particular appointment can’t start until a related appointment is complete or that two appointments must start at the same time. - Schedule Appointments by Using Priorities
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 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. - Schedule Appointments Without Travel
Optimize your mobile workers’ schedules for increased productivity by marking service appointments as offsite when jobs can be done remotely, even if an address is specified. For example, remote technical assistance, filling out reports, or renewing health and safety certifications can be done from anywhere. No travel time is added to the schedule if a service appointment is marked as offsite or has no address, or if a resource absence has no address. Enhanced Scheduling and Optimization must be enabled. - Update a Field Service Appointment’s Status
You can schedule or unschedule an appointment by updating its status. An appointment’s status can be updated from several places in Salesforce.